5 W’s Every VSC Customer Should Know
The reasons why dealers sell a vehicle service contract may vary, but in general a VSC can provide dealers a way to avoid post-sale complaints and protect customers in a way that keeps them coming back time and time again.
But in order to provide the type of experience that yields these desired results, it’s all in how you present a service contract to your customers. Stealing a page from a reporter’s handbook, we have the five W’s (who, what, when, where, why) that every customer should know in order to preserve a positive post-sale experience.
Who. First and foremost, your customer should leave knowing everything there is to know about your VSC provider. Highlighting the length of time the company has been in business, how much they’ve paid in claims and any awards or endorsements from recognizable industry names will help your customers feel more confident in their service contract purchase.
What. By the time a customer signs on the dotted line for a service contract, it’s the end of a car-buying process and they’re likely chomping at the bit to get behind the wheel of their new car. Knowing this, it’s understandable how some vital details about how a service contract works can get overlooked. You can let your customers know what’s covered when you sell a service contract, but point them towards online coverage lookup tools from the VSC provider that can help them get quick answers about coverage whenever they need them.
When. It’s impossible to know when a customer will need a service contract. It could be on vacation, during work travel or right in the middle of a busy week with the kids. Because of this unpredictability, it’s important to highlight for your customers when a service contract comes with roadside assistance, rental car coverage or lodging reimbursement and how to utilize each benefit. This will help your customers easily overcome an expensive repair, regardless of when it happens.
Where. Knowing where your customers can take their vehicles in the event of a covered repair is another important point to share with them. Using your provider’s Find-A-Shop tool can help you point to local preferred service facilities near where they live. Sharing this tool with them at the time of sale can also help them look up shops anywhere in the country should a breakdown occur away from home.
Why. It’s last but certainly not least. In fact, why customers need a service contract would be your leading talking point during a VSC presentation. A great tool for this is video, given its engaging and concise manner in which it delivers a message. A video that covers the cost of common repairs can be an enlightening experience for customers who may not realize just how devastating a major repair could be to their monthly budget.